To our customers, we would like to extend our thoughts to you at this extremely difficult time. It's a very challenging time for us all and we will do everything we possibly can to help. We understand that you placed your trust in us and we want to reassure you that your booking, as well as the money you have paid to date, is safe. We take pride in the sustainable way in the way we run our business, having over 15 years experience in the industry; we don't expect that to change any time soon. This is a family business with a big heart and we look forward to working with you on your upcoming events.
We felt it necessary to put together some information as a way to provide more clarity in the unprecedented time. We offer a very personal service, with a small number of very dedicated staff; and we take pride in our ability to be as flexible as humanly possible. It's what sets us apart.
We all find ourselves in a difficult situation at the moment and we would like you to know that we are here for you. We are handling a large number of events which we have no choice but to postpone in the coming three weeks or so. The only thing we can ask of you right now, is this: Please be patient with us; on reduced staffing levels we are helping to rearrange literally hundreds of event and are dealing with these by date. But we will get to you very soon. You may also refer to the section regarding postponement a little further on. We are rescheduling many events with extremely flexible terms, we believe this is a great option for you.
Please rest assured that your event is extremely important to us. We look forward to working together in the coming days and weeks to get everything sorted. We have put together some important details in the remainder of the page. Please take time to read and try, where possible, to only contact us in line with the 'When To Contact Us' section.
To protect our business we have taken the decision, as many have, to temporarily reduce our staff numbers. As a result, response times may be slower than usual. But rest assured, we're still open and ready to get all Coronavirus issues dealt with as promptly as possible; trying as best we can to maintain the excellent level of customer service which you rightly expect at this difficult time.
There are a few key things we're doing right now:
We are currently experiencing high volumes of queries from our customers, at a time where we have less staff than usual, so please follow this guidance as best you can. In light of this, the best way to communicate with us, at least temporarily, is via email. Phone lines are still active, but we would ask you to avoid calling at this time, unless a time has been scheduled by email first. We might not reply as quickly as we normally would, but please do bear with us and we will ensure we get round to everyone as swiftly as possible.
Please try to only contact us if:
UPDATED MONDAY 21ST SEPTEMBER 2020, 10:46.
Our very simple 'Refund or Reschedule' policy, means that if your event cannot go ahead due to Coronavirus, you can choose. This has been our consistent policy throughout the pandemic and we will continue in this vein moving forward. This applies to new or existing bookings, one clear policy for everyone.
The key question: can your event go ahead? Again, to simplify this point, if your whole event can be fulfilled in a Covid secure way i.e. all suppliers can demonstrate that they will be able to fulfill your booked arrangements in a Covid secure way; then your event can go ahead; and vice versa. We are analyzing all events on a case by case basis, which involves contacting the supplier(s) involved to establish whether they are Covid secure.
Due to the rapidly changing nature of the pandemic, it is quite often impossible to make a decision about whether your event can or cannot go ahead until we get within a week or two or your scheduled event start date. It is very important to ensure that you comply with our booking terms & conditions, by paying your final payment on time, by the pre-agreed balance payment deadline. Failure to pay on time will affect your right to receive a refund, if your event is cancelled.
If your event CAN go ahead as planned, these are your options:
If your event CANNOT go ahead as planned, these are your options:
What about the rule of six? We are fully guided by our suppliers. If your event can go ahead (as explained above), it is because all suppliers have advised us that they are operating in a Covid secure way and therefore, we are confident that we can fulfill your event in line with the rule of six.
What about other Coronavirus restrictions such as local lockdown? Again as above, we're guided by our suppliers. If any supplier is forced to close due to any Coronavirus restrictions, this would impact your booked arrangements, in which case your event cannot go ahead.
What is postponement? Postponement basically means that we reschedule your event date to an alternative future date. The terms of postponement are extremely flexible and there are various things we can do to provide help & support to you at this difficult time. One such measure if to refund the balance payments, a way to get cash into your bank account when you most need it.
Who can postpone? Please view our Coronavirus Policy section above.
If you don't know the new date, don't worry - You do not need to confirm the new date immediately. We can postpone your current arrangements and put your event in it's own little lockdown, until such time as you have agreed on the new date with the other group members. In most cases, there is no rush to confirm the new date.
How far ahead can I move the event? Any date in 2020 or 2021, 2022 if you prefer!
Will we lose money? By selecting postponement, we will carry the full amount paid over to the new date.
Are there any additional charges? No. We will not charge you any amendment fees. But please do bear in mind that your selected new date may be subject to a price increase or decrease, based on things like hotel rates for example. We will provide proof of any such price adjustment for transparency.
When do we need to pay by? If you postpone, your payment dates will be updated. Normally the balance deadline is 35 days before you travel; so for example if you move to a date in May 2021, you will need to pay 5 weeks before that new date.
Regardless of your event date, it's worth starting a conversation with your group immediately and letting us know your intentions, whether postponement or otherwise.
If you have any questions whatsoever please let us know when you contact us.